Client Relations Specialist

At Tech Valley Shuttle, we're not just a team - we're a family. We don’t merely fill positions; we welcome new members into our family, fostering strong relationships at every level of our organization, from leadership to our professional drivers. Recognized as one of Albany's Best Places to Work, we are as passionate about our work culture as we are about the top-notch transportation services we provide. Our company thrives on the close-knit relationships forged through team activities and shared experiences that drive our success.

The Client Relations Specialist is an inside sales and customer service position reporting directly to the Sales Manager with a focus on supporting incoming leads from cold calls, emails, website traffic and referrals. This role will support the entire sales team administratively that will include accounts receivable, CRM software management and customer relations.  

Benefits

·       401(k)

·       Dental insurance

·       Disability insurance

·       Flexible schedule

·       Health insurance

·       Paid time off

·       Retirement plan

·       Vision insurance

Responsibilities

Sales and Customer Service

• Handle Inbound/outbound calls from customers.
• Address all inbound/outbound emails for sales department.
• Oversee and manage CRM software (Bitrix) ensuring customer profiles are accurate, up to date and complete.
• Identifying the customer request to a service type.
• Understanding and identifying when and how to prioritize customer and internal business requests.
• Track and manage daily incoming leads through cold calls, website traffic and referrals.
• Attending customer requests from initial call to complete follow through including the use of after-service follow up tools such as email, sending survey links, requesting referrals and asking for reviews.
• Manage all integrations with CRM including email (outlook), accounting (quickbooks) and phone software (zadarma) to ensure systems are communicating effectively.
• Use quote calculator to accurately quote service request and correspond with customer in a timely manner to secure business.
• Create and secure signed service agreements from customer and input into CRM software.
• Use preset templates for internal and external communications.
• Input and manage signed service agreement information into shared outlook calendar to coordinate with fleet department to execute approved service.
• Attend and participate in sales meetings providing valuable input and reports as requested.
• Contribute to sales and marketing campaigns, strategic planning and sales growth goals.
• Attend to self-directed and manager requested trainings, learning opportunities, networking events and all internal and external events and/or opportunities that would promote growth and development in this respective position.
• Effectively and efficiently communicate with internal team on all customer service-related issues to optimize customer satisfaction.
• Management of executive team calendars.
• Office supply orders and delivery routing as needed.
• Additional customer service and sales tasks/duties as assigned.

 Billing

• Process and manage all accounts receivable including, deposits, invoicing and applying payments appropriately within accounting software.
• Reconcile accounts and communicate with customers on outstanding invoices.
• Responsible for communicating to Sales Manager on accounts status and addressing account issues/concerns.
• Process management approved refunds to customers in accounting software.
• Handle and properly secure confidential and sensitive customer and business banking and credit card information.
• Additional accounting tasks/duties as assigned.

Qualifications

• Experience: Five years of customer service, sales or administrative experience
• Computer/Technology Skills: Microsoft and Google Suite Platforms
• Analytical/Problem Solving Skills: Customer Service - Internal team/coworkers and External Clients
• Worksite: Position is in office. Remote work is not available. 

Preferred Skills:

• Excellent Communication Skills: Effective verbal and written communication with clarity and empathy towards clients and team members, ensuring our values are consistently applied.
• Interpersonal Skills: Build positive relationships with clients and coworkers, fostering a culture of mutual respect and understanding.
• Empathy and Patience: Show understanding and patience in all interactions, whether with clients or team members, promoting a supportive environment.
• Problem-Solving Skills: Efficiently resolve concerns and conflicts, focusing on beneficial outcomes for clients and team cohesion.
• Negotiation Skills: Negotiate agreements that satisfy client and company goals, considering team involvement and impact.
• Time Management: Prioritize tasks and manage deadlines effectively, balancing client needs and team collaboration.
• Conflict Resolution Skills: Manage and de-escalate conflicts, promoting a positive work environment for clients and team members.
• Customer Service Orientation: Commit to exceptional service, aiming to exceed expectations for clients and maintain internal team support.
• Team Collaboration: Collaborate across departments to ensure seamless service for clients and cohesive internal teamwork.
• Professionalism: Maintain professionalism under pressure, representing the company positively internally and externally.
• Emotional Intelligence: Understand and manage emotions to build strong relationships with clients and team members.

At Tech Valley Shuttle, we believe in second chances and new beginnings. We welcome applications from all backgrounds, including those who have been involved with the justice system or have had non-linear career paths. We are proud to be an equal opportunity employer, committed to fostering a diverse and inclusive workplace.

We are community minded and as we say here, ‘every day we like to make mama proud.’ We seek individuals ready to embody our values and go beyond the extra mile.

We expect professionalism, flexibility, and warmth extended to our valued clients and passengers, mirroring what we extend to our team members. Prepare to be held accountable, but also to enjoy what you do.

We encourage candidates from all walks of life, including those with past justice involvement or unique employment histories, to apply!